Examining the impact of service recovery resilience in the context of product replacement : the roles of perceived procedural and interactional justice
Ivan Russo, Nicolò Masorgo and David M. Gligor
| Year of publication: |
2022
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|---|---|
| Authors: | Russo, Ivan ; Masorgo, Nicolò ; Gligor, David M. |
| Published in: |
International journal of physical distribution and logistics management. - Bingley : Emerald, ISSN 1758-664X, ZDB-ID 2032079-6. - Vol. 52.2022, 8, p. 638-672
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| Subject: | Interactional justice | Procedural justice theory | Product returns | Reverse supply chain | Service recovery resilience | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management | Lieferkette | Supply chain | Betriebliche Kreislaufwirtschaft | Reverse logistics | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Coping-Strategie | Coping strategy | Kundenservice | Customer service |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJPDLM-07-2021-0301 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013455915